We purchased Diesel Fuel at the Flying J Travel Center. The total was approximately $ for the fuel. We were traveling east and after we passed a warning indicating message came on in my truck, "Water in Fuel Drain Filter". I had never seen this warning indicator so I asked my passenger to refer to the owners manual to see what it was. The manual states that you should stop and turn off the truck as soon as it is safe to do so. We pulled off to further assess the situation. After closely reading the owners manual and diesel supplement I determined that I could not perform the steps identified on an uneven surface so I started the truck and moved to the next exit. At exit there was a ford dealership so I pulled into that dealership. I turned off the truck and started the process of draining the water off of the diesel fuel conditioner module. A couple of the maintenance techs came out to see if they could assist. They observed me draining the water out of the module. The tech then attempted to reset the computer so the warning would go off. After driving for a very short time, the warning came back on along with a second warning of Reduced Power. I returned to the Ford Dealership for support. The ford diesel mechanic replaced both fuel filters, drained the fuel system (which produced more water and a rust like substance), dried the sensors and reset the system. The only location that I bought fuel that day was at the Travel Center.
I called the store to let them know that there was bad fuel. The manager wasn't on duty and I spoke with a team lead. She said that she would let maintenance know to check the systems. She told me that the store managerwould be in on Monday and to follow up with her. I called Monday but could not get through, I did leave a message. I called again on Tuesday but once again, I couldn't get an answer. I then went to the Pilot website and submitted a complaint. Risk Management called me on Wednesday and again on Thursday to get information concerning my complaint. On Friday , I was called again by Risk Management to go over what had happened. I received a call stating that after investigating the complaint there was no reason for them to think that the issue was with any fuel that I purchased from the Flying J Travel Center.
I entered into a contract with Flying J Travel Centers for quality diesel fuel in exchange for monetary compensation. They failed to provide the product as specified and provided a contaminated product that caused harm to my vehicle requiring maintenance.
I would like the purchase price of the fuel returned, approximately $. I would like for the maintenance that was a direct result of Flying J Travel Centers contaminated product to be paid for, approximately $. That's a total of $.
Please allow this letter to serve as PFJ's formal response to Mr. complaint regarding problems he had with his truck after fueling. While it is unfortunate that Mr. has had problems with his truck, PFJ has been unable to find any evidence to substantiate his claim that the problems resulted from contaminants in the fuel he purchased at the travel center.
Mr. complaint states that he purchased fuel at the travel center at approximately 7:30 A.M. He reports that some time later his truck displayed warning lights, and maintenance was required to remove water from his fuel system. Once Mr. contacted PFJ through our website (please note that the travel center is operated not by PFJ, but by another company; thus, PFJ was not aware of Mr. communications with staff at the travel center), PFJ immediately initiated an investigation, which revealed that the travel center sold over twenty-five thousand (25,000) gallons of diesel fuel that day, in two hundred ninety-seven (297) separate transactions. PFJ has not received any other complaints from any of those customers, or any customers purchasing fuel in the days surrounding that day, regarding a problem with the fuel purchased from that location. PFJ's Risk Management Department also confirmed through tank monitoring devices at the travel center that the store had plenty of diesel fuel on hand and that there was no water or other contaminants in the fuel.
PFJ can empathize with Mr. concerns and has investigated his allegations to the fullest extent, as PFJ certainly takes its product quality seriously and would want to quickly correct any problems that might be found during its investigation. There were, however, no problems found with PFJ's product during PFJ's investigation. Mr. complaint stated that a rust-like substance was cleaned out of his fuel system
as part of the maintenance he undertook when his warning lights came on; thus, it is certainly possible that the water had been building up in his fuel system for some time and resulted from causes that occurred well before Mr. purchase of fuel at the travel center. Our investigation does not support Mr. allegations that the problems he experienced with his truck were caused by the fuel that he purchased from the travel center. Accordingly, PFJ cannot accept liability for any damages to Mr.vehicle. PFJ must again respectfully decline to reimburse Mr. for the fuel he purchased or for the maintenance costs on his truck for the reasons set forth above.
Please do not hesitate to contact me if you require any additional information in connection with the above-referenced complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is pretty much the response that I expected. It follows the pattern of deniability that is in the other complaints with the BBB against PFJ. The facts did change from what I was told on the phone by PFJ Risk Management. I was told that 8000 gallons were sold on the day that I bought my fuel, which coincidentally is the same amount in another complaint filed with the BBB. I know the full circumstances & I know that I received bad fuel from store. My 2015 F-350vehicle has a plastic fuel tank that cannot rust, so to try to insulate that it was there prior to buying fuel at their store is a non-starter. The only other recourse I have is to file a lawsuit, which would benefit the attorneys more than me financially. I have the report from the Ford dealership that completed the required repairs stating that it had to be the last fuel that I purchased. Pilot Flying J can ignore my complaint & hide behind paper reports, but if they continue to work this way they will start to decline due to a lack of customer confidence. I know that they have lost me as a customer and I will continue to let everyone I meet know what kind of company they are.